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Comments, Suggestions and Complaints

Care2Care Training Services seeks to provide its services efficiently and to a high standard. Your views, whether complimentary or critical, are invaluable in helping us to constantly evaluate and improve our service quality.

Your Comments and Suggestions

If you wish to make a comment or suggestion, which could help us to improve our services, please talk to your Trainer or Assessor, or contact us directly - in writing, by telephone or by email.

All comments and suggestions are acknowledged and forwarded to the appropriate manager for their attention.

Your Complaints

We know that difficulties can arise from time to time, which can affect the delivery of our services and give cause for complaint.

Your complaints, and the way we deal with them, are very important to us. That is why we have a formal complaints procedure to ensure that all complaints are fully documented, dealt with effectively, and responded to promptly.

Normally, we will only consider complaints made within 1 year from when the incident being complained about occurred. We therefore strongly recommend that you raise any complaint you may have at the earliest opportunity. The Company will, at its discretion, extend the time limit if there are special circumstances.

A description of our complaints procedure, and the way complaints are dealt with is given below.

Care2Care Training Complaints Procedure

Our complaints procedure comprises 3 stages, as follows:

Stage 1

In the first instance you should complain to your immediate point of contact with the company, usually your Trainer or Assessor, who will always attempt to resolve your complaint immediately.

If for any reason they are unable to resolve the issue to your satisfaction, or if you do not feel able to raise you complaint in this way, you can register your complaint by contacting us directly - in writing, by telephone or by email.

Stage 2

Details of your complaint will be passed to the appropriate manager. We will contact you as quickly as possible to let you know who is dealing with your complaint, and the date by which you will be advised of the outcome.

Our managers are responsible for encouraging the resolution of complaints at local level wherever possible. They will also ensure that where a complaint involves more than one service any investigation is properly coordinated.

All complaints will be acknowledged in writing within 3 working days of notification.

Stage 3

If you are not satisfied with the outcome of your complaint, you can contact a Director of the Company who will arrange to have your complaint investigated, and will aim to respond to you within 10 working days.

If you require any further help or advice on how to make
a complaint, please do not hesitate to contact us.

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